Senior Customer Success Manager (USA)

Your Responsibilities

• Own and manage the full customer lifecycle: onboarding, adoption, training, and renewal
• Build strong, proactive relationships with customers in the Americas
• Identify and support opportunities for upsell and cross-sell in partnership with Sales
• Collaborate with internal teams to resolve customer issues quickly and effectively
• Collaborate with Customer Support Engineers to ensure seamless communication and delivery in response to support tickets
• Collect and share customer feedback to improve product and service quality
• Track success metrics and use data to inform customer strategy and engagement

Who You’ll Work With

• Report to the American Head of Customer Success
• Work closely with Customer Support Engineers (CSEs), Sales, Product, and Engineering teams
• Pearl with regional teams to serve a diverse customer base
• Collaborate cross-functionally to ensure high customer satisfaction and retention

Profile We’re Looking For

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing role in SaaS or tech
• Based in the United States with experience supporting national and regional customers
• Strong technical aptitude and ability to work with tools like OpenCTI, XTMOne, and or OpenAEV (training available)
• Excellent communication skills
• Comfortable in a remote, async-first culture
• Experience with CRM/CSM tools, customer journey tracking, and success metrics
• Familiarity with the cybersecurity sector, especially threat intelligence or adversary exposure validation is a plus
• Fluency in English
• Fluency in Spanish or Portuguese a plus

Why Join Filigran?

• Competitive pay + equity - everyone shares in our success
• Remote-first, flexible, and balanced - work that fits your life
• Your setup, your choice - pick the gear that works for you
• Twice-a-year gatherings - we meet in person for regional and global offsites to connect, collaborate, and strengthen our culture beyond the screen

Career at Filigran

• We believe we do work that matters, uniting defenders into a global community to make security more open, resilient & collaborative.
• We combine strong engineering standards with emerging technologies, including AI, to move faster and smarter.
• We make our work matter by building a culture grounded in our CORE values of Cohesion, Openness, Responsibility, and Equity.

Equal Employment Opportunity

We enable cybersecurity through inclusion - from code to culture. At Filigran, we are proud to be an equal opportunity employer. We believe diversity of our people make our products and our team stronger. We welcome talent of every background, identity, and lived experience, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status.

Contact Information

Ready to Join Us? Apply now and help us build the future of the cybersecurity ecosystem, together.